Q&A: Hannah McKay, Head of Food & Beverages UK & Ireland, Caffè Nero
We caught up with Hannah McKay, Head of Food and Beverage at UK & Ireland at Caffè Nero, who is looking forward to reconnecting with her “foodie network in person” at this year’s lunch! show. Hannah is returning to the Keynote Theatre stage with a talk about how the company is “building back to delivering innovation”.
How has your business adapted to the challenges of these uncertain times?
Understanding and investing in covid-secure measures to ensure our teams are safe that that our customers can visit us with confidence. We have also had to push forward at a faster rate with some key projects:
- We have partnered with Uber Eats to bring our customers’ favourite products to them.
- We have also rolled out click and collect across the estate.
- We have also been looking at coffee at home and have launched a range of capsules and bags of coffee with Sainsburys.
One of the biggest challenges that has affected the part of the business I work in is the collapse of our savoury manufacturer and distributor and how we have had to rebuild to get product to store.
How can operators stand out against their competitors?
You need to have be clear about what your brand stands for and what you offer, so customers can relate to you and feel connected to you. Everything you do has to make sense for your business. Then you need to put your customers first and consistently deliver to a really high standard.
What do you think are the main challenges ahead?
It is still such an unpredictable market. Yes, we are hopefully emerging out of a global pandemic, but the consumer has changed. How does this look going forward? It makes it hard to plan.
What do you see as the key food to go trends for 2021 and beyond?
The plant-based movement is showing no signs of slowing down, with consumers following a flexitarian diet. As brands we need to keep evolving and innovating in this space.
What’s the most rewarding aspect of your job?
Receiving great feedback from both our store teams and customers about a range, product or experience they have enjoyed in store. So much hard work from so many people goes into creating that experience, so seeing customers enjoying it is hugely rewarding.
What’s the best advice you’ve ever been given?
Treat people with respect, ask questions and never be scared to challenge.
What’s your favourite food and drink?
What a tough question… I love sharing food so any small plates that I can enjoy with friends is a true winner – with Turkish and Spanish fighting out for the top spot. I totally love a gin and tonic, I have over 40 gins and some of the Scottish ones mixed Mediterranean Fever Tea are delicious.
Describe the lunch! trade show in 3 words
Informative. Delicious. Inspiring.
What are you looking forward to most about visiting lunch! 2021?
Catching up with my foodie network in person and tasting great food and beverages.
Can you tell us a bit about your much-anticipated session at lunch! 2021?
Like many businesses, Nero has had a challenging year, losing our main supplier and distributor. This presentation takes you through the journey to building back, looking at how the customer changed and delivering innovation in our summer ‘21 offer.
